IT Field Engineer

cerco; Bristol; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading IT support company in Bristol is seeking an IT Support Technician to provide hardware and software support to customers. The role requires conducting diagnostics and repairs, while achieving KPIs and maintaining high customer satisfaction. Candidates should hold a CompTIA A+ qualification and possess excellent customer-facing skills. This position offers an opportunity to work independently and in a team environment.

Qualifications

• At least the CompTIA A+ qualification or equivalent knowledge/experience.
• Full UK driving licence required.
• Ability to obtain SC Clearance or willingness to apply.

Responsibilities

• Conduct diagnostics, repair, and replacement of IT hardware.
• Achieve dynamic KPI targets.
• Assist engineers with IMAC projects and customer communications.

Skills

Customer-facing skills

Organizational skills

Self-motivation

Education

CompTIA A+ qualification

Job description

Social network you want to login/join with:

Responsibilities and Duties

Hours: 09:00 to 17:30 Monday to Friday

Interview Process: 2-stage process

Role purpose: To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). To work efficiently and proactively to deliver IT support services to a wide range of customers.

Key responsibilities:

• Conduct diagnostics, repair, and replacement of PCs, Laptops, Printers, and retail equipment with associated peripherals. This may include basic Servers & relevant network activities in line with business requirements.
• Complete customer rebuilds and configuration to desk.
• Assist other engineers in the delivery of service to our customers.
• Cover site roles where required due to planned or unplanned absence.
• Achieve the dynamic KPI targets set for your role.
• Communicate with Call Administration teams and the Field Delivery Manager throughout the day to effectively manage all call details in real time and understand the customer’s SLA requirements.
• Utilize a mobile device to check and update allocated calls promptly, reflecting work done and meeting commit times, including part movements and RMA generation.
• Assist other engineers with IMAC projects.
• Embrace and train on new technologies, maintaining skills and knowledge to perform to standard. Basic knowledge of servers and networking equipment is expected.
• Carry out any other reasonable requests from line management.
• Participate in 24/7 coverage via a rota system where applicable.
• Work overtime as required.
• Practice ‘Quick Win’ processes.
• Comply with management policies, company policies & guidelines, and ensure health & safety in the workplace.
• Maintain company assets in good condition.
• Familiarize with customer policies and processes where applicable.

Desirable

• Must have a full UK driving licence.
• Excellent customer-facing skills.
• Ability to obtain SC Clearance or willingness to apply.
• Self-motivated with good organizational skills, able to work independently.
• Relevant technical certifications, including or willing to obtain.
• At least the CompTIA A+ qualification or equivalent knowledge/experience.
• Ability to work at height and undertake manual handling activities.
• Positive behaviors supporting team productivity.

Qualifications

• Must possess at least the CompTIA A+ qualification or equivalent knowledge/experience.